What is Customer Experience Automation?

We all strive to make the perfect customer experience in our businesses. But have you ever heard of customer experience automation? If not you’re in for a treat! Sometimes in our business creating a process behind how we work with our customers can be cumbersome and time-consuming. We create checklists and manuals but wouldn’t it be awesome if you could just automate that whole process? Well, that’s where customer experience automation comes in!

Overall What is Customer Experience Automation?

In a nutshell, customer experience automation is the process of using software and technology to assist or communicate with your customers for common tasks. This replaces the need for a human to interact with the customer for common practices and leaves those resources open so they can help customers with more complicated tasks or problems.

Why should you automate your customer experience?

You might be wondering if it’s worth the time an the effort to create automated processes. If you have a process that’s working for you it might seem like a huge undertaking to change that process. But if you think about how much time your team spends doing repetitive remedial tasks you’ll start to see the value in automating that.

Automating your processes can also prevent simple mistakes that might be made in human error. How many times have you accidentally sent the wrong email, or misspelled someone’s name? Automating your processes can prevent a lot of simple errors that might be made.

The last reason you should use automation in your processes is to reduce tasks and follow up from falling through the cracks. I’m guilty! I have completely forgotten to follow up with people in the past. Now when people schedule calls with me I’ve automated a task in my CRM to remind me to follow up a few days later. Think about how many clients you may have lost because you forgot to follow up. This, for me, was the biggest reason I implemented automation in my business.

What are the common ways you can automate your processes?

The most common you’ve probably experienced is phone call automation. When you call into a company you may be able to work with the computer to get the information you’re looking for. Or use the computer to be routed to the correct department eliminating the need for a phone operator.

Another way you can use automation to streamline your processes is email automation. This is where the classic drip email campaign can turn into a lead generation machine! Not only can you use email automation to send out timed emails but if you use a CRM you can also create specific paths a lead can take and create tasks and notices to alert your team to follow up. You can also use task automations to create streamlined step-by-step onboarding systems that automatically assign tasks and move the client through the process effortlessly and use the software to thank your customers, prompt them to upgrade their accounts, send reminders, and more.

The possibilities are endless when it comes to automating your processes.

If you are having trouble wrapping your head around what you can do with automation we would love to help! Schedule a discovery call with us today so we can brainstorm how automation can help your business.

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